Transcript Les Schwab Final

Emily Burrill
Lauren Edison
Lori Van Metre
Overview
•Relevant Background
•Customer Service – Building the Brand
•Employees
•Marketing Mix
•SWOT
•Conclusion
The Man
1952: Les Schwab purchases a small OK Rubber Welders tire store in Prineville,
Oregon.
1954: Les Schwab starts his first profit-share program with the store manager of
his Redmond, Oregon, OK Rubber Welders branch.
1966: Les Schwab decides to abandon the OK Rubber Welders franchise and
operate them as an independent business. He changes the business name to Les
Schwab Tire Centers and forms the Les Schwab Retirement Trust.
1972: Les Schwab opens his 35th Les Schwab Tire Centers store.
1982: Company computerizes individual retail stores.
1986: Les Schwab writes “Pride in Performance”
2000: Modern Tire Dealers magazine recognizes Les Schwab as Tire Dealer of
the Year.
2007: Currently, Les Schwab employs 7,000 people in its 400 stores, located in 8
states
Background
Customer
Service
Employees
Marketing
Mix
SWOT
Conclusion
Mission
Continue programs and policies created by Les Schwab
that provide growth and opportunity for Les Schwab
employees.
Maintain our employees’ motivation by continuing to
dedicate profits for expansion
Be responsive to the need to change and remain innovative
while preserving the basics that are vital to our success.
Les Schwab will continue striving to provide the ultimate
quality in customer service while promoting a family feel.
Background
Customer
Service
Employees
Marketing
Mix
SWOT
Conclusion
“Schwabism”
Showing concern for every customer, no matter how small their need
Challenging yourself every day to improve
Helping customers when broken down along the roadside
Watching your teammates grow and being happy for them
Acting professional at work and at play
Believing in yourself and taking pride in what you do
Improving our programs to take care of the customer better
Saying yes when everyone says no
Muscle, sweat, and working late if need be, to take care of our
customers
“Schwabism is holding our heads high and being the best we can be”
Background
Customer
Service
Employees
Marketing
Mix
SWOT
Conclusion
Customer Service
•More than 25% rated their experience at Les Schwab as substantially above
Background
expectations.- J.D. Power and Associates
•Stories from Customers.
•Mentality of, “We fix one today, they buy four tomorrow.”
•Estimated over $10 million given away each year in free flat repairs.
•“That’s just the way we do things here. What if that were my mom on the
side of the road?”-Jerimiah Cook, Rohnert Park, California
•Run out to greet you.
“We guarantee our service, like we guarantee our tires.”
Customer
Service
Employees
Marketing
Mix
SWOT
Conclusion
Employees
•From the ground up.
•Competitive benefits.
•The 100 dollar story.
•High value on family.
Background
Customer
Service
Employees
Marketing
Mix
SWOT
Conclusion
“We teach our managers to believe in making men below them successful.”
Marketing Mix
Target Market
1) Farmers
2) Individuals with basic tire needs
3) Those looking for the, “Bling Bling”
Background
Product
Tires, Batteries, Chains, Brakes, Alignments, Shocks & Struts,
Lifts/Lowering.
Price
Moderate
Place
Over 400 Stores- OR, WA, CA, ID, NV, MT, UT
Member Dealers- AK
Promotion
Word of Mouth
“Free Beef” and “Adventure Days”
“You are the reason” – Current Campaign
Customer
Service
Employees
Marketing
Mix
SWOT
Conclusion
S.W.O.T.
Strengths
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Opportunities
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•
Customer Service
Quality
Satisfied Employees
Relationships with Customers
Brand
Values/Ethics
Diversity
Limited Education of Employees
•
Values/Ethics
Background
Customer
Service
Weaknesses
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•
Expansion
Restructuring
Threats
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Legal
Seasonality
Employees
Marketing
Mix
SWOT
Conclusion
“America needs more good businessmen, fewer bureaucrats who just get in the way, fewer MBA’s
who are in over their heads.”
Old School
Background
Customer
Service
Employees
•Hard working employees.
•Caters to the values of the baby boomer generation.
•Family Values.
•Customer Service Practices.
Marketing
Mix
SWOT
Conclusion
“When you get to our size…you make Christians out of all of them.”-Les Schwab